About the Job:
The Associate Manager Software Engineering at the company is responsible for overseeing the Level 2 Support Engineer for Web Applications. This role entails troubleshooting, diagnosing, and resolving issues related to web-based software platforms. The position serves as the escalation point for Level 1 support and entails collaboration with development, QA, and infrastructure teams to ensure system stability and maintain high levels of customer satisfaction.
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Key Responsibilities:
- Issue Investigation & Resolution: Handle escalated tickets from Level 1 support involving functional or technical issues in web applications. Reproduce issues in test/staging environments to identify bugs or misconfigurations. Conduct log analysis, SQL/database checks, and API validation.
- Incident Management: Classify and prioritize incidents based on severity and business impact, and escalate unresolved issues to Level 3 (development team) with proper documentation.
- User Support & Communication: Communicate with business users or clients for additional information and provide workarounds or solutions while permanent fixes are being developed. Maintain knowledge base and support documentation.
- Technical Tasks: Prepare scripts or SQL queries to validate data or resolve issues. Perform basic configuration changes or updates in non-production environments. Conduct release verification and smoke testing after deployments.
- Continuous Improvement: Analyze recurring issues to suggest long-term fixes or enhancements and provide feedback to development/QA teams to improve application stability and usability.
Skills & Qualifications:
- Technical Skills: Strong understanding of various technologies (Java, .NET, Visual Basic), experience with web application architectures (client/server, REST APIs), familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and the ability to write basic queries. Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus.
- Soft Skills: Strong analytical and problem-solving skills, excellent communication and documentation abilities, and the ability to work independently and under pressure.
Work Environment:
At the company, in-person collaboration is prioritized while offering flexibility to support well-being, productivity, and individual work styles. The company is committed to fostering an inclusive environment where everyone can thrive.
